Prior studies of how service quality evolves during the service delivery process have used aggregate case data in retrospect or have not obtained objective measures of the actual dimensions of the service encounter on an individual basis. Reports on a study of an actual hotel service delivery...

Research on export behaviour and the determinants of export performance of manufacturing firms abounds in the literature. By contrast relatively little research has been undertaken that focuses on service exporters despite the growing importance of service exports in most advanced industrialised...

Based on Hartman's value theory (axiology), the article outlines and tests a forced rank order method to measure the company value pattern perceived by its employees. Pattern characteristics of the ranking orders include: presented mean as a measure of over‐ or under‐valuation; precision as...

Purpose – The paper is aimed at modelling the e‐competence of internet bank customers with a new text‐analytic method. Design/methodology/approach – A web survey using a critical incident technique approach (CIT) and follow‐up interviews was used to sequentially capture verbal accounts...

It is evident that, in many countries, banking is in the process of significant structural change. Deregulation in the 1980s has led to increased competition among banks. By mimetic strategic behaviour banks have tried to expand credit volume. Among other factors, a lack of controls, perverse...

Models link between employees’ behavior and short‐ and long‐term customer perceptions. Subjects were confronted with five different video taped non‐routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of...

Notes relationship marketing’s need for an overarching theory, suggesting the use of a formal value construct to meet this need. Points out that a broad, generic theory of value is needed and suggests that humanistic philosophy provides such a theory. Looks at various factors such as the basic...

Purpose – The purpose of this paper is to explore companies' experiences in designing and implementing service guarantees. Design/methodology/approach – The methodology relied on 22 in‐depth personal interviews across a sample of ten Australian service firms. Findings – The effectiveness...